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Technical Support Analyst, NetFlow

Technical Support Analyst, NetFlow

ID 
2017-1427
# of Openings 
1
Job Locations 
CA-Calgary
Min. Exp. (Yrs) 
1
Posted Date 
07/11/2017
Category 
Information Technology

More information about this job

Overview

Logo - 2016

Reporting to the Service Delivery Manager, the Technical Support Analyst, Netflow will assist in end user support and act as a bridge between end user support and the NetFlow Technical Specialists. The right candidate will be a key resource and will be called upon to do various business tasks related to the end user experience (including feature adoption). The NetFlow Technical Support Analyst will provide developmental and highly technical business support to our customers. This candidate will also be a key resource in the expansion of the technical support department.

Qualifications

  • Oil and Gas experience considered an asset
  • SCADA support experience considered an asset
  • Excellent interpersonal, customer service and communication skills
  • Knowledge of communication networks, SCADA, field operations, measurement and/or physical flow considered an asset
  • Strong knowledge of wireless communications and wired (RS232 and RS485) communications
  • A high degree of computer proficiency (Microsoft office, Website/Web Reporting)
  • Understanding of SQL database language an asset
  • Strong organizational and prioritization skills
  • Strong problem-solving skills with ability to analyze and make an educated decision
  • Ability to work independently and as part of a team

Responsibilities

Problem Resolution

  • Managing a fast-paced queue of support inquiries and requests
  • Immediate fault identification and prioritization (including on-call work)
  • Preventative / Proactive maintenance to ensure system availability
  • Maintaining ticketing system
  • Significant interaction with members of the NetFlow team, and IT Infrastructure

 

Client Support

  • Receive and act on support requests with a focus on superior customer service while troubleshooting and resolving problems as per service level agreement.
  • Working closely with various departments to ensure resolution and excellent internal customer service
  • Seeks to thoroughly understand client business requirements to better serve them in relation to their support requests
  • Verifying cellular communications to client sites
  • Configuration and creation of data exports for clients
  • Add, move, change, and delete users as per client requests

 

Application Support

  • Complete maintenance of NetFlow user interface as per client and corporate standards
  • Providing support using NetFlow Graphic Templates and the NetFlow Explorer Application
  • Screen modifications or creation in NetFlow (web and NetFlow Explorer)
  • Decommissioning of client sites as per their request
  • Refer enhancement requests and/or technical service requests to the appropriate team members

 

WHAT WE OFFER:


Critical Control Energy Services offers competitive compensation, numerous company benefits and excellent opportunities for advancement to staff with the commitment to succeed in our dynamic business environment. We are interested in candidates who have the desire to become experts in the field and who are willing to learn and advance their careers.


ABOUT OUR COMPANY:


Critical Control Energy Services provides cloud-based solutions and services to a wide range of upstream oil & gas clients across North America for the access to, and management of, their production and measurement data. Critical Control Energy Services is a wholly owned subsidiary of Critical Control Solutions Corp., a publicly traded company on the Toronto Stock Exchange under the symbol CCZ.